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BMC Remedyforce: Incident Management and Problem Management (WBT)

The BMC Remedyforce: Incident Management & Problem Management online course is designed for BMC Remedyforce administrators and helpdesk staff. This self-paced course introduces participants to features and functionality of the Remedyforce Incident Console, Task Console, and Problem Console. Participants will learn important concepts and processes for managing incidents and problems, and will leave the course with an understanding of how to use BMC Remedyforce to effectively create, manage, and work with incidents, tasks, broadcasts, and Problem records.

  • Key Roles
  • Course Objectives
  • Syllabus

Administrators

  • Install, configure, and customize BMC Remedyforce
  • Perform system-level troubleshooting
  • Set up users and Salesforce organization
  • Grant permissions to users
  • Manage workflows, approvals, and other processes
  • Configure email conversation, knowledge articles, dashboard, and reports
  • Manage licenses and storage
  • Configure the console layout

Change Managers

  • Manage a Change Approval Board that is responsible for accepting or rejecting
  • Change Requests
  • Create and manage Change Requests
  • Assesse Change Requests
  • Create and view change schedule
  • Send Change Requests through the appropriate stages of the change management
  • process or send notifications at each stage of the change process
  • Close a rejected Change Request

Release Coordinators

  • Create and manage Release records
  • Use Release manifest

Staff Users

  • Create and manage Incidents and Tasks
  • Assign Incidents and Tasks to the appropriate queue or staff user
  • Resolve requests
  • Create and manage Problem records
  • Track the progress of requests
  • Handle Incident escalation
  • Close requests

Client Users

  • Report issues to the service desk or submit a request
  • Track the status of open Incidents and service requests
  • Search for solutions in self-help articles to resolve common issues based on
  • previous solutions
  • View a list of commonly used service requests or tickets
  • Update profile information
  • Create and manage incidents
  • Work with incidents 
  • View templates for commonly occurring change requests, incidents, releases, tasks, and service requests
  • Apply templates to incidents and other existing records 
  • Create and manage tasks and broadcasts 
  • Use the QuickViews feature
  • Use the Global Search feature
  • Describe Problem Management
  • View the Problem Management alignability process model
  • Create a Problem record and assign it to a user
  • Link object records to a Problem record 
  • Manage Problem records and use them to perform various activities 

1. USING INCIDENT MANAGEMENT

  • Managing Incidents  
  • Working with Templates and Tasks

2. USING PROBLEM MANAGEMENT

  • Managing Problems
 BMC
  • Course Code: SPPT-RFIP-0100
  • Duration : 1 Hour
  • Certified by: BMC

The BMC Remedyforce: Incident Management & Problem Management online course is designed for BMC Remedyforce administrators and helpdesk staff. This self-paced course introduces participants to features and functionality of the Remedyforce Incident Console, Task Console, and Problem Console. Participants will learn important concepts and processes for managing incidents and problems, and will leave the course with an understanding of how to use BMC Remedyforce to effectively create, manage, and work with incidents, tasks, broadcasts, and Problem records.

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